V-Flyer

I cancelled a reward booking on 1st Feb & the miles were credited back into my account within a minute or two. I was assured that the taxes/fees/charges would be refunded (less the £30 fee as I'm only FC Silver) within 3-4 weeks.

Noticed yesterday when my VS Amex statement arrived that no refund had been issued (so close on 6 weeks down the line). Phoned Flying Club to chase and have just had an email from the refunds department giving a breakdown of the refund & confirming it's on it's way to my card.

Is this the norm - i.e. you have to chase the refund up to get it?

Hi,

I had this issue recently, was promised the refund in 7-10 working days but nothing happened. Phoned FC up and then received that email from the refund department, the refund then arrived with the next few days.

That acknowledgment email is supposed to be sent very soon after you make the cancellation, so it's as if they just forget or it gets lost in the system, so must be followed up again.

Anybody who has made a cancellation recently, do check you actually received the refund as they seem to be having problems processing them.

had a similar experience last year, refunded ok'd, but nothing after 3-4 weeks, call FC, refund was another week or two

Yes, they incorrectly double-charged me for an upgrade in January and it took EIGHT WEEKS (and numerous chasers) to get the refund processed. The poor call centre people seemed aghast at the sheer incompetency of the refunds team.

Similarly, a few years ago I had a Seat+ cancelled. I recall I had to chase for that refund 2 or 3 times too.

Really unacceptable service, imo.

BA are the same. Problem is refunds (and reticketing) have to be processed manually and I think we established last year that the department that does it is tiny. And presumably they prioritise cases in order of urgency.

.... and I am still chasing a refund, now into week 4. Thanks to the Forum I realised I had been overcharged for changing the date of a flight (homeward from MCO). I had rung VS in November to change our January flight by 24 hrs . I was told it would be £100 per person. (£200 total) I had to accept that charge as we needed to change the date.

only a few weeks ago I noticed on this Forum that Reward flight changes are charged at £30 each. So I had been overcharged by £140 ! A Call to FC confirmed I had indeed been overcharged and they put a message through to the Refund Dept to sort it. Nothing happened so I rang VS who said they would chase it and when nothing happened again I also filled in an online form for a refund. the form was all about cancelling flights and claiming refunds, so not entirely suitable in my case, but I filled it in anyway.

Still nothing.....

Guess I am going to have to make another call.

Snora - chase Flying Club again by phone. When I chased up my non-existant refund, I had an acknowledgement email from Virgin Atlantic Refunds Department the following morning saying they had received the claim. Later the same day I had another email from them with a PDF attachment showing the breakdown of the refund. The breakdown was correct, i.e. taxes+fees+charges less £30 in my case. Refund hit the credit card 4 days later.